FutureGov and 6 Consulting hosted a session for people in local government with responsibility for communications and customer engagement. This is FutureGov's presentation, which was given by Dominic Campbell.
2. This Morning #FGL2L
• Making sense of the noise – Paul Taylor 6 Consulting
• Case study of Greater Manchester Police – Matt Brazil 6
Consulting
• Practical bit
• The Obama Campaign - gauging local opinion and the
impact of social media - Merici Vinton, North Carolina
Director of New Media, Obama for America
• A new kind of relationship? – Carrie Bishop, FutureGov
• Questions, conclusions and next steps
3. FutureGov: our focus
• Community engagement
– Communication
– Democratic engagement
– Consultation through conversation
• Collaboration
– Enterprise 2.0
– Joined up working within and across organisations
• Change management
– Coproduction of services
– Encouraging peer to peer relationships
– Internalising and making use of feedback
6. a new world…
Recent communications shift:
• 11 text messages sent daily on average (mobile)
• 23.5 million UK adults (69% of the adult population) use
the internet “every day or almost every day” (Source:
ONS August 2008)
• c.146 million people visit a blog hosted by either
Blogger, Word Press or Live Journal each day (Source:
Alexa.com)
• Facebook 2nd most visited site in the UK (after Google).
120 million active users worldwide (Source: Alexa.com)
9. expectations and opportunities
• Rising/changing customer expectation around
voice (consultation to conversation) and access
(come meet me in my world)
• Organisations need to co-exist equally in this
‘virtual world’ as well as the ‘real world’
• Making best use of all the information and
potential customer involvement/coproduction
opportunities
• Effective use of web 2.0 breeds high levels of
loyalty and involvement
12. user contributions via the web
Content Annotations
• Blogs • Comments
• Photos • Tags/bookmarking
• Online community • Ratings
contributions
• Wikis
• Audio and video
23. This Morning
• Making sense of the noise – Paul Taylor 6 Consulting
• Case study of Greater Manchester Police – Matt Brazil 6
Consulting
• Practical bit
• The Obama Campaign - gauging local opinion and the
impact of social media - Merici Vinton, North Carolina
Director of New Media, Obama for America
• A new kind of relationship? – Carrie Bishop, FutureGov
• Questions, conclusions and next steps